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The user may select the posting that matches the authorization, or select one of the following, alternate actions.
Still Pending
This alternate flow action is available from the Other Actions menu and will return the dispute to a pending status while it awaits additional postings.
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Goal: 24hrs
Deadline: 24hrs
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Review Postings
This primary flow action displays a list of posted transactions that potential matches to the disputed authorization record.
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Overview
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This workflow is a configuration based on whether your firm allows temporary authorizations to be disputed. You will not need to teach this assignment if your firm does not allow temporary authorizations to be disputed.
QFD allows pending charges to be disputed. Pending charges are called holds or authorizations. The purpose of the Authorization Review assignment is to confirm that the pending charge posted to the account. QFD will check for the posting for up to five business days.
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How-To
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Step 1: Click the Review Postings button
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Step 2: Review the list of transactions to determine a match by confirming the amount and merchant name
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Step 3A: If an authorization matches, take the following action
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Step 3B: If an authorization does not match, take the following action
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Other Actions
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The Other Actions menu offers additional actions and information that allows the user to effectively work the task.
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Still Pending
If the transaction has not yet posted to the account and it's within the waiting period, the user can select the Still Pending option to wait an additional day for the posting.
Deny Dispute
The Deny Dispute option allows the user to deny the dispute. In the Authorization Review assignment, users may need to deny due to the transaction not posting or due to the account holder withdrawing their claim.
Mark Assignment As Unworkable
Assignments that cannot be worked due to a technical issue can be marked as unworkable. This action will move the unworkable task to the Unworkable Assignment Group where leadership can review the scenario and take steps to resolve it. Technical errors that require the task to be marked as unworkable include QFD not reflecting correct data or when a user takes an action on the task, the action does not process and the assignment loops or is stuck.
Bulk Actions
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Bulk Actions enable users to apply action to multiple disputes at once, saving the user time.
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Bulk Take Action
This button is available when there are multiple disputes present in the selected node. The bulk action applied will impact only the disputes on the page you're currently viewing if there are multiple pages due to the number of disputed transactions.
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Scenario | Example (Click images to enlarge) | Next steps |
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The disputed transaction has posted and is available for selection under the Authorization tab. |  |
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The disputed transaction has posted but is not available for selection under the Authorization tab. | Mark as Unworkable and enter the following note in the freeform box: Transaction has posted but is not available in Match list. | |
The disputed transaction has not posted after the set timeframe (5 business days). |  | Deny the dispute using the Not Posted reason. |
The disputed transaction has multiple possible matches that reflect the same amount, date, and merchant name under the Authorization tab. |  | Match each disputed transaction to a posted transaction starting from top to bottom. Pay attention to the transaction IDs in the posted transactions. |
The disputed transaction has not posted but it has not yet been 5 business days. |  | Pend the claim so that the disputed transaction is given the full 5 days to post. |